Notes won't (by default and purpose) change state, but correspondence in either direction *can* change if Next State is chosen. Or, if State is added to Note via SysConfig, State can be modified on add note.

On Mon, Jan 12, 2015 at 8:47 AM, Mellini Giovanni <giovanni.mellini@enav.it> wrote:
Hi list,
I need some clarification about the "pending reminder" behavior in OTRS 3.3

I need to understand when a ticket that is in a "pending reminder" state can exit from this state.
I tried to find some hint on the online documentation at
 https://otrs.github.io/doc/manual/admin/3.3/en/html/index.html
but found nothing.

If a ticket is in a pending reminder state (expired or not) when someone sends an email (email-external input) the ticket goes to open state, and that's fine to me.
But, if I want to change the state of the ticket as agent I cannot move it to an open state (or a different one). Nor internal-note or external-note added can change the ticket state.

Is this the right behavior? How can I move from pending-reminder to open state without external input?

Tks for your help,
Giovanni

--
Giovanni Mellini
Funzione Security

ENAV S.p.A.
Via Salaria 716 - 00138 Roma - Italia
Cell. +39 366 9254829
Uff. +39 06 8166 4203
giovanni.mellini@enav.it
www.enav.it

 

 
-------------------------------
 
Message for the recipient only, if received in error, please notify the sender and read www.enav.it/disclaimer

---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs